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General Manager

Location: Westerville, OH

Reports To: Regional Manager

Employment Type: Full-Time

Position Summary

The General Manager oversees the quality and success of all our Swim School daily operations, including staffing, pool operations, cash management, customer service, sales, retail and vending, private parties, and employee engagement activities. This role is responsible for achieving financial targets outlined in the annual budget by motivating, leading, and developing a highly engaged team.

The ideal candidate is a strong leader who thrives in a fast-paced, people-focused environment and is passionate about operational excellence, safety, and customer experience.

Key ResponsibilitiesAdministration amp; Organization

• Direct and control daily operations in accordance with our Swim School standard operating procedures
• Communicate and implement company policies and procedures
• Manage staffing to ensure high productivity, performance, and employee satisfaction
• Recruit, hire, train, and retain high-quality team members
• Demonstrate strong organizational skills and the ability to manage multiple priorities

Leadership amp; Motivation

• Serve as a positive role model for all employees
• Lead weekly meetings with the management team
• Oversee, support, and develop a team of 30–60 employees
• Initiate and oversee employee engagement and “Fun Department” activities to enhance workplace culture

Sales amp; Revenue Management

• Lead, motivate, and manage the sales team
• Achieve enrollment, sales, and revenue targets
• Ensure front desk staff maintains expert knowledge of our learn-to-swim programs

Financial Management

• Understand and manage budgets and income statements
• Control expenses and purchasing to remain at or below budget
• Analyze and explain variances in revenue, sales, and expenses
• Oversee payroll, staff scheduling, and retail/vending operations

Safety amp; Compliance

• Direct and oversee implementation of the Emergency Action Plan (EAP)
• Train all staff on safety procedures and emergency protocols
• Maintain required certifications and stay current in aquatics and management best practices
• Ensure a safe, clean, and sanitary pool environment

Operations

• Train and oversee staff to ensure adherence to standard operating procedures
• Address employee performance and personnel issues following company guidelines
• Collaborate with Deck Supervisors on scheduling, student progress, customer service, and training
• Develop proficiency with scheduling and booking software, reporting, and administrative systems

Customer Service amp; Performance Standards

• Promote a professional, welcoming, and family-focused environment
• Drive strong NPS (Net Promoter Score) results
• Focus on membership retention and overall customer satisfaction
• Ensure timely completion of tasks and projects
• Follow all policies outlined in the employee handbook

Requirements

• Must be comfortable working onsite at the Coral Springs location
• Must be available to work weekends and weeknights
• Strong leadership, communication, and organizational skills
• Experience managing teams, budgets, and operations preferred

Our Core Values

• Go above and beyond to create a Great Experience
• Deliver WOW! Customer Service
• Act with Integrity, Compassion, and Trust
• Strive for Extraordinary Results
• Celebrate accomplishments—big and small